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Consumer e-satisfaction through the use of e-services in the banking sector - changing consumer behavior ( Case study ? e-banking in Albania)

Author

Listed:
  • Violeta Neza

    (Faculty of Business, University "Aleksander Moisiu", Durrës)

  • Edlira Llazo

    (Faculty of Business, University "Aleksander Moisiu", Durrës)

Abstract

Technology is the main word of all the activities we carry out today, but the developments it has received in recent years have facilitated the way of searching and accessing information as well as obtaining the requested service in real time, avoiding unnecessary expenses and movements. In this way, in addition to achieving consumer satisfaction and changing consumer behavior influenced by technological developments, the application of e-services is a way to influence the development of a sustainable economy and the creation of green value, since through these online services the environmental pollution from the restriction of vehicle movements to receive offline services. This study has made use of secondary and primary data through a distributed questionnaire where only 150 questionnaires were valid for analysis. The study aims to highlight the effect of using online bank applications on consumer satisfaction and consumer behavior. The results of the study show that the e-services offered by second-level banks have significantly increased consumer satisfaction and positively influenced behavior by generating green value.

Suggested Citation

  • Violeta Neza & Edlira Llazo, 0000. "Consumer e-satisfaction through the use of e-services in the banking sector - changing consumer behavior ( Case study ? e-banking in Albania)," Proceedings of Economics and Finance Conferences 13815899, International Institute of Social and Economic Sciences.
    • Handle: RePEc:sek:iefpro:13815899
    as

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    References listed on IDEAS

    as
    1. Thabit Altobishi & Gizem Erboz & Szilard Podruzsik, 2018. "E-Banking Effects on Customer Satisfaction: The Survey on Clients in Jordan Banking Sector," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 10(2), pages 151-161, June.
    2. Mohammed Arshad Khan & Hamad A. Alhumoudi, 2022. "Performance of E-Banking and the Mediating Effect of Customer Satisfaction: A Structural Equation Model Approach," Sustainability, MDPI, vol. 14(12), pages 1-12, June.
    Full references (including those not matched with items on IDEAS)

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    More about this item

    Keywords

    Technology; Consumer satisfaction; Consumer behaviour; Sustainable economy; Green value;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • M37 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Advertising
    • M39 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Other

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